While it isn’t clear what exactly Uber is apologizing for, the tone of the letter is a “stark change” from the company’s traditional aggressive attitude under the leadership of former CEO Travis Kalanick, The New York Times noted.

On Friday, Khosrowshahi asked London to “please work with us to make things right.” He also told employees in an internal email that “going forward, it’s critical that we act with integrity in everything we do, and learn how to be a better partner to every city we operate in.”

Dear London: we r far from perfect but we have 40k licensed drivers and 3.5mm Londoners depending on us. Pls work w/us to make things right

Transport for London, which regulates private car services in the city, said that Uber demonstrated a “lack of corporate responsibility” related to various actions like the company’s apparent use of a controversial software program called “Greyball” and allegations of sexual assault of passengers.

This certainly isn’t the first time that Uber has battled city transportation regulators. But it’s a big deal, given that London represents the company’s largest European market. What ends up happening in London is also important because it could potentially encourage other cities to react similarly.

Khosrowshahi, who spent 12 years leading Bellevue, Wash.-based online travel giant Expedia, was the surprising choice to take control of Uber on Aug. 27. By Aug. 29, he was emailing his soon-to-be-former employees to tell them it was one of the toughest decisions of his life.

An Aug. 30 opinion piece in The Times spelled out what Khosrowshahi must do to save Uber, saying that the company’s troubles run deeper than Kalanick’s “flubs and scandals” and that the new CEO will have to “confront the reality that Uber’s business model simply doesn’t work.”

We want to thank everyone who uses Uber for your support over the last few days. It’s been amazing to hear your stories of Uber improving lives across the city – from drivers who use our app to earn a living, to riders who rely on us to get home safely after a night out.

While Uber has revolutionised the way people move in cities around the world, it’s equally true that we’ve got things wrong along the way. On behalf of everyone at Uber globally, I apologise for the mistakes we’ve made.

We will appeal the decision on behalf of millions of Londoners, but we do so with the knowledge that we must also change. As Uber’s new CEO it’s my job to help Uber write its next chapter.

We won’t be perfect but we will listen to you; we will look to be long-term partners with the cities we serve; and we will run our business with humility, integrity and passion.

Here in London we’ve already started doing more to contribute to the city. Wheelchair accessible vehicles are on the road and our Clean Air Plan will help tackle pollution.

You have my commitment that we will work with London to make things right and keep this great global city moving safely.”

Taylor Soper is a GeekWire staff reporter who covers a wide variety of tech assignments, including emerging startups in Seattle and Portland, the sharing economy and the intersection of technology and sports. Follow him @taylor_soper and email taylor@geekwire.com.